There's been a lot of buzz around the tremendous resources that companies like Amazon and Nordstrom are investing to improve their Customer Experience (CX). This is especially true for platform businesses. What's a platform business you might ask?
Driving for Uber, creating a video and uploading it to Youtube, making an App and putting it on the App Store: These are just a few examples of a platform business, a relatively new and predominant business model that's emerged in the last 20 years.
Platform businesses have twice the challenge when it comes to CX, according to Alex Moazed – Founder and CEO of the world's first Platform Innovation® company, Applico. In this week's CXYZ episode, Alex uncovers why this is the case, how platforms should measure their success, and what's in store for them in the future.
In addition to leading one of the largest app developers in the industry, Alex is also the co-author of "Modern Monopolies," an Amazon Bestseller that expounds on the infrastructure and strategies that are necessary in building a successful tech platform business. Alex and Jaspar talk about some of today's "Modern Monopolies," and the underlying struggles that these companies face in maintaining their market share and customer's happiness.
To wrap up the show, we question one of the most important rules enforced in customer service: That the customer is always right. Tune into this week's episode!
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